Complaint Procedure
Service Standards & Complaint Procedures
Initially, it may be beneficial to contact the individual handling your case to discuss your concerns, and we will endeavour to resolve any issues at this stage. Should you wish to lodge a formal complaint, please reach out to Gareth Williams, who will ensure you receive a copy of our complaints procedure in an appropriate format. Rest assured, submitting a complaint will not impact the management of your case.
The Solicitors Regulation Authority (SRA) can assist if you have concerns about our conduct. This might include instances of dishonesty, misappropriation or loss of your funds, or unfair treatment based on age, disability, or other characteristics. You may contact the Solicitors Regulation Authority through their website to raise any concerns.
What do to if we cannot resolve your complaint
The Legal Ombudsman can assist if we cannot resolve your complaint. They will review it independently, without impacting our handling of your case.
Before investigating, the Legal Ombudsman requires you to attempt resolving the issue with us first. You must take your complaint to them within six months of our final response, and either within six years of the incident or within three years of when you became aware of it.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH